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市場調査レポート

アウトバウンドソリューション製品と市場分析

2016 - 2017 Outbound Solutions Product and Market Report

発行 DMG Consulting LLC 商品コード 279575
出版日 ページ情報 英文 366 Pages
納期: 即日から翌営業日
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アウトバウンドソリューション製品と市場分析 2016 - 2017 Outbound Solutions Product and Market Report
出版日: 2016年03月31日 ページ情報: 英文 366 Pages
概要

当レポートでは、アウトバウンドソリューション製品と市場について調査分析し、主要ベンダーの製品とサービスを対象に、技術、価格設定、利点、ROI、市場参入戦略、動向と課題、イノベーションなどについて、体系的な情報を提供しています。

第1章 エグゼクティブサマリー

第2章 イントロダクション

第3章 調査手法

第4章 アウトバウンドソリューションのサービス提供モデル

  • サービス提供の定義
  • ベンダーのサービス提供オプション

第5章 アウトバウンドソリューション機能の構成要素

  • ダイヤルモード
  • 主要なアウトバウンド機能
  • アウトバウンド最適化機能
  • ブレンド/オムニチャネル機能

第6章 アウトバウンドの動向と課題

  • アウトバウンドの動向
  • アウトバウンド市場の課題

第7章 アウトバウンド市場のイノベーション

  • 新製品機能
  • 将来の強化

第8章 法規制の順守

  • 電話利用者の保護に関する法律
  • Do-Not-Call(米国)他

第9章 選好管理

  • 顧客のプロファイルおよび選好管理

第10章 アウトバウンドインテリジェンス

  • ビジネスインテリジェンス機能
  • 契約に最適なタイミングと方法

第11章 グローバリゼーション

第12章 アウトバンド市場の活動分析

第13章 アウトバウンド市場予測

第14章 アウトバウンドの競合情勢

  • アウトバウンドソリューションのベンダーガイド

第15章 アウトバウンドベンダーとソリューション

  • ハイレベル企業と財務概要
  • ベンダー提供のサービスと製品
  • パッケージソリューション
  • 中小企業(SMB)向けソリューション

第16章 詳細な機能・技術サマリー

  • アーキテクチャー・技術
  • 統合
  • 管理
  • セキュリティ管理
  • キャンペーン/リスト管理機能
  • コンタクト/ダイヤルプラン機能
  • 顧客の予防的ケア(PCC)
  • エージェント機能
  • スクリプト記述
  • スーパーバイザー機能
  • ダッシュボード、報告、分析機能
  • スピーチ分析

第17章 実装分析

  • 導入プロセス
  • トレーニングとワークショップ
  • ダイヤルのベストプラクティス
  • 保守とサポート

第18章 アウトバウンドの利点

第19章 アウトバウンドベンダーの満足度分析

  • 調査結果と分析のサマリー
  • 詳細な調査結果と分析
  • 顧客分析

第20章 価格設定

  • プレミス
  • クラウド
  • マネージドサービス

第21章 企業レポート

  • 3CLogic
  • Connect First, Inc.
  • Five9, Inc.
  • inContact, Inc.
  • Interactive Intelligence, Inc.
  • Noetica
  • Velocify

付録

図表

このページに掲載されている内容は最新版と異なる場合があります。詳細はお問い合わせください。

目次

This is the fourth edition of DMG's Outbound Solutions Product and Market Report. The Report addresses market trends and challenges, regulatory requirements, leading and contending vendors, products and services, technology, pricing, benefits, return on investment (ROI), and planned innovations. This 366-page Report presents the most comprehensive coverage and research on this transforming sector, including a practical and actionable guide to the Telephone Consumer Protection Act (TCPA), a thorough examination of the competitive landscape, a market share analysis, a customer satisfaction study of vendors, and implementation best practices. The Report is designed to help users select the right solution and realize the greatest return on their technology investments, now and in the future.

Outbound solutions are essential tools that provide great benefits for the companies that use them properly to engage their customers. Outbound dialing continues to be an important and effective approach for customer outreach. Outbound solutions can provide valuable information, such as customer preferences, which can be used to the benefit of customers and the enterprise. However, the outbound dialing market is facing new and aggressive challenges in the form of highly restrictive regulations. Today's dialers must be flexible enough to comply with changing legislation imposed by governments around the world, while delivering productivity benefits to users. The outbound solutions market is in transition. Smaller and nimbler vendors who have everything to gain by delivering new, innovative and flexible solutions are challenging the status quo and, in doing so, are capturing mind and market share.

Beyond dialing, the new generation of outbound solutions is designed to address the reality of today's proliferation of digital communications. Organizations need to be prepared to engage with their customers in a wide variety of communications channels. Customers want to interact with companies in their channel of choice; this is particularly true for Millennials, who have made social media a primary form of interaction. Outbound solutions must address a mix of channels in order to acquire, retain and engage their customer base.

Omni-channel outbound activity has become an important part of the overall customer journey. Customers appreciate well-timed and informative outbound notifications, such as reminders, perks and other benefits. These forms of proactive customer care (PCC) are valuable tools for engaging customers, especially when combined with data from customer relationship management (CRM) solutions, which can help personalize outbound communications for each customer. On the flip side, the outbound vendors are also investing in reporting and other data-mining functionality to derive actionable insights from outbound interactions, which can be used as a feed to CRM solutions to identify the best ways to interact with customers. The insights gleaned from outbound activity can be used to improve the customer experience and reduce operating costs.

Surprisingly, given all of the negative press about dialing solutions, end users are generally quite satisfied with the outbound solutions analyzed in this year's Report. DMG surveyed the customers of the vendors in 10 major categories, including the vendor, their products, services, support, training and innovation. The results revealed that 66.7% of the ratings across all categories surveyed fell into the highly satisfied range. 21.6% of the average ratings fell into the satisfied range, 8.3% were completely satisfied, and 3.3% were only somewhat satisfied. The Report provides a thorough and detailed analysis of the survey results, by vendor and category. Learn why end users around the world are turning to a new generation of outbound providers.

DMG expects the future of the outbound solutions market to be positive. This mature sector grew by 8.6% in 2015, despite regulatory challenges. DMG anticipates a growth rate of at least 7% in each of the next five years, and expects to see seats move from established vendors to new and nimbler providers, many of whom provide their solutions in the cloud. Outbound communications remains a high-value activity that will continue to thrive, especially when it is incorporated into an organization's customer engagement strategy.

The 2016-2017 edition of the Outbound Solutions Product and Market Report presents the most timely and comprehensive coverage of the outbound market. It provides a detailed analysis of 6 vendors: 3CLogic, Connect First, Five9, inContact, Interactive Intelligence and Noetica. Velocify, new to this Report this year, is covered at a higher level.

Key Elements of This Report

  • Insights into the technical framework, functional components and integration requirements that are essential for leading outbound solutions
  • Description and explanation of the 8 primary dialing modes and when each should be used
  • A look at the trends and challenges that are driving investments by enterprises and vendors
  • Description of vendor innovation, either recently introduced or planned for delivery in the next 12 - 18 months
  • Examination of the role of outbound solutions in blended omni-channel customer engagement strategies
  • Analysis of how organizations can use PCC as a cornerstone of a customer engagement strategy
  • Detailed review of outbound dialing regulations worldwide, along with an analysis of the functionality in outbound solutions that allows users to reach out to customers while remaining regulatory-compliant
  • Market activity and market share analysis, adoption rate, and 5-year projections
  • Thorough analysis of the outbound competitive landscape, to help prospects identify the right solution to meet their needs
  • Overview of the 7 featured outbound providers, including company snapshots and product summaries
  • In-depth review and side-by-side comparative analyses of the functional and technical capabilities of the 7 featured outbound solutions
  • A review of vendor implementation methodology and best practices
  • Return on investment (ROI) analysis, analyzing the benefits of the outbound solutions, by vendor
  • Comprehensive vendor satisfaction analysis, presenting DMG survey results that measure and rank ratings across 20 product components and 10 vendor categories
  • Detailed pricing comparison for on-premise, cloud-based and managed service outbound solutions for 100- and 300- seat implementations
  • Company reports for the 7 solution providers covered in this Report, analyzing their products, functionality and future product development plans
  • A comprehensive Outbound Vendor Directory

Report Highlights

  • Vendors are coming to market with flexible and innovative solutions that allow users to realize the productivity benefits of traditional dialers while complying with regulations: Around the world, government regulations are restricting the use of outbound dialing, to protect consumers from coercive or harassing phone calls. To address these challenges, vendors have developed non-automated telephony modes to enable organizations to reach out to their customers without violating regulatory mandates.
  • Today's outbound solutions are providing omni-channel, blended communications with personalization: Enterprises need omni-channel outreach capabilities that can be personalized to acquire, retain and engage customers, especially Millennials. The vendors are delivering enhanced solutions with greatly improved user interfaces (UIs) that allow agents to seamlessly blend the handling of interactions customized to customers' needs.
  • Outbound communication is an important part of the customer journey: Customers appreciate outbound notifications that are customized and relevant to their needs. Outbound communications can increase customer engagement by reminding customers that a company cares about them. Customized outreach in the customer's channel of choice is a valuable way of enhancing a company's brand and retaining or recovering at-risk customers
  • Buyers should investigate the solutions carefully before investing: The outbound market is crowded and confusing. There are many providers, and the solutions are diverse; many are outdated, while there are also innovative and flexible solutions from newer market entrants with who are challenging the established leaders. Market consolidation is likely over the next few years. Prospects should carefully examine the solutions' capabilities, as well as the vendors' financial viability, before making an investment.
  • The cloud is the way to go: Demand for cloud-based offerings is growing and capturing an increasing percentage of the outbound solutions market. This is a trend that is expected to pick up momentum. Report Highlights

SAMPLE FIGURE

Outbound Solution Building Blocks

                     Source: DMG Consulting LLC, April 2016.

Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

  • 3.1. Report Participation Criteria

4. Service Delivery Models for Outbound Solutions

  • 4.1. DMG Service Delivery Definitions
  • 4.2. Vendor Service Delivery Options

5. Outbound Solution Functional Building Blocks

  • 5.1. Dialing Modes
    • 5.1.1. Dialing Modes Supported
  • 5.2. Core Outbound Functionality
  • 5.3. Outbound Optimization Capabilities
  • 5.4. Blended/Omni-Channel Capabilities
    • 5.4.1. Omni-Channel Customer Engagement Strategies

6. Outbound Trends and Challenges

  • 6.1. Outbound Trends
  • 6.2. Outbound Market Challenges

7. Outbound Market Innovation

  • 7.1. New Product Features
  • 7.2. Future Enhancements

8. Regulatory Compliance

  • 8.1. Telephone Consumer Protection Act
    • 8.1.1. Automatic Telephone Dialing Systems
    • 8.1.2. Cell Phones - Consent, Revocation and Reassignment
  • 8.2. Do-Not-Call - US and Beyond

9. Preference Management

  • 9.1. Customer Profile and Preference Management

10. Outbound Intelligence

  • 10.1. Business Intelligence Capabilities
  • 10.2. Best Time and Channel to Contact

11. Globalization

12. Outbound Market Activity Analysis

13. Outbound Market Projections

14. Outbound Competitive Landscape

  • 14.1. Outbound Solutions Vendor Guide

15. Outbound Vendors and Solutions

  • 15.1. High-Level Company and Financial Overview
  • 15.2. Vendor Offerings and Products
  • 15.3. Verticalized Solutions
  • 15.4. SMB Solutions

16. Detailed Functional and Technical Summary

  • 16.1. Architecture and Technology
  • 16.2. Integration
  • 16.3. Administration
  • 16.4. Security Features
  • 16.5. Campaign and List Management Capabilities
  • 16.6. Contact/Dial Plan Features
  • 16.7. Proactive Customer Care (PCC)
  • 16.8. Agent Features
  • 16.9. Scripting
  • 16.10. Supervisory Features
  • 16.11. Dashboards, Reporting and Analytical Capabilities
  • 16.12. Speech Analytics

17. Implementation Analysis

  • 17.1. Implementation Process
  • 17.2. Training and Workshops
  • 17.3. Outbound Best Practices
  • 17.4. Maintenance and Support

18. Outbound Benefits

19. Outbound Vendor Satisfaction Analysis

  • 19.1. Summary of Survey Findings and Analysis
  • 19.2. Detailed Survey Findings and Analysis
  • 19.3. Customer Insights
    • 19.3.1. Outbound Activities
    • 19.3.2. Primary Benefits
    • 19.3.3. Strengths and Challenges of Outbound Solutions

20. Pricing

  • 20.1. Premise-Based Pricing
  • 20.2. Cloud-Based Pricing
  • 20.3. Managed Service Pricing

21. Company Reports

  • 21.1. 3CLogic
  • 21.2. Connect First, Inc.
  • 21.3. Five9, Inc.
  • 21.4. inContact, Inc.
  • 21.5. Interactive Intelligence, Inc.
  • 21.6. Noetica
  • 21.7. Velocify

Appendix: Outbound Dialing and Proactive Customer Care Vendor Directory

TABLE OF FIGURES

  • Figure 1: Service Delivery Models, Advantages and Disadvantages
  • Figure 2: DMG's Service Delivery Model Definitions
  • Figure 3: Outbound Vendor Service Delivery Options
  • Figure 4: Outbound Solutions Building
  • Figure 5: Dialing Modes Supported
  • Figure 6: Core Functionality
  • Figure 7: Outbound Optimization Features
  • Figure 8: Omni-Channel Capabilities
  • Figure 9: Blended/Omni-Channel Capabilities
  • Figure 10: Omni-Channel Customer Engagement Strategies
  • Figure 11: 2016 Outbound Market Trends
  • Figure 12: 2016 Outbound Market Challenges
  • Figure 13: New Product Features
  • Figure 14: New Product Features, by Category
  • Figure 15: Future Enhancements
  • Figure 16: Outbound Regulations and Compliance Requirements - Marketing Operations
  • Figure 17: Outbound Regulations and Compliance Requirements - Debt Collection Operations
  • Figure 18: Regulatory Compliance Features
  • Figure 19: TCPA-Compliant Dialing
  • Figure 20: Cell Phone Support Features
  • Figure 21: DNC Support Features
  • Figure 22: Preference Management Features
  • Figure 23: Business Intelligence Capabilities
  • Figure 24: Best Time/Channel to Contact Features
  • Figure 25: Globalization
  • Figure 26: Outbound Solutions Market Activity by Vendor, as of December 31, 2015
  • Figure 27: Outbound Solutions Market Activity by Number of Seats, as of December 2015
  • Figure 28: Outbound Solutions Market Activity by Vendor, December 31, 2015 vs. December 2014
  • Figure 29: Total Outbound Solution Seats by Vendor, 2012 - 2015 Trends
  • Figure 30: Outbound Solutions Market Projections, 2016 - 2020
  • Figure 31: Company Information as of December 2015
  • Figure 32: Product Analysis: Core and Optional Functionality
  • Figure 33: Verticalized Offerings
  • Figure 34: Small and Mid-sized Business Offerings
  • Figure 35: Architecture/Technology
  • Figure 36: Integration Capabilities
  • Figure 37: Administration
  • Figure 38: Security Features
  • Figure 39: Campaign and List Management Capabilities
  • Figure 40: Contact/Dial Plan Features
  • Figure 41: Proactive Customer Care (PCC)/Robo-Calling
  • Figure 42: Agent Features
  • Figure 43: Scripting
  • Figure 44: Supervisory Features
  • Figure 45: Dashboards, Reporting and Analytical Capabilities
  • Figure 46: Speech Analytics
  • Figure 47: Implementation Process
  • Figure 48: Training and Workshops
  • Figure 49: Outbound Best Practices
  • Figure 50: Maintenance and Support
  • Figure 51: Top Quantifiable Benefits
  • Figure 52: Customer Survey Rating Categories
  • Figure 53: Average Satisfaction Ratings, by Category
  • Figure 54: Product Satisfaction Ratings, by Category 1
  • Figure 55: Outbound Dialing Capabilities Satisfaction Ratings, by Customer
  • Figure 56: Contact/Dial Plan Management Features Satisfaction Ratings, by Customer
  • Figure 57: Campaign/List Management Features Satisfaction Ratings, by Customer
  • Figure 58: Outbound Optimization Features Satisfaction Ratings, by Customer
  • Figure 59: Blended Omni-Channel Capabilities Satisfaction Ratings, by Customer
  • Figure 60: IVR/Call Flow Design Feature Set Satisfaction Ratings, by Customer
  • Figure 61: Proactive Customer Care (Automated Outbound Notification) Capabilities Satisfaction Ratings, by Customer
  • Figure 62: Customer Preference Management Capabilities Satisfaction Ratings, by Customer
  • Figure 63: Best Time/Channel to Contact Features Satisfaction Ratings, by Customer
  • Figure 64: Business Intelligence Capabilities Satisfaction Ratings, by Customer
  • Figure 65: Regulatory and Compliance Features Satisfaction Ratings, by Customer
  • Figure 66: Agent Scripting Feature Set Satisfaction Ratings, by Customer
  • Figure 67: Agent User Interface and Features Satisfaction Ratings, by Customer
  • Figure 68: Supervisor User Interface and Features Satisfaction Ratings, by Customer
  • Figure 69: Ease of System Configuration, Set-Up and Ongoing Use Satisfaction Ratings, by Customer
  • Figure 70: Ability to Customize System Satisfaction Ratings, by Customer
  • Figure 71: Reporting and Analytics Satisfaction Ratings, by Customer
  • Figure 72: Dashboards Satisfaction Ratings, by Customer
  • Figure 73: Alerting Satisfaction Ratings, by Customer
  • Figure 74: System Integration Satisfaction Ratings, by Customer
  • Figure 75: System Security Satisfaction Ratings, by Customer
  • Figure 76: Current Product Satisfaction Ratings, by Customer
  • Figure 77: Implementation Satisfaction Ratings, by Customer
  • Figure 78: Training Satisfaction Ratings, by Customer
  • Figure 79: Professional Services Satisfaction Ratings, by Customer
  • Figure 80: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 81: Product Innovation Satisfaction Ratings, by Customer
  • Figure 82: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 83: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 84: Pricing Satisfaction Ratings, by Customer
  • Figure 85: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 86: What dialing methods are your currently using?
  • Figure 87: For what business purposes are you using the outbound dialer?
  • Figure 88: For what channels are you using the outbound dialer?
  • Figure 89: What are the top 3 to 5 benefits you have realized from your outbound dialing solution?
  • Figure 90: Please tell us the top 3 - 5 strengths of your outbound solution.
  • Figure 91: Please tell us the top 3 - 5 challenges of your dialing solution.
  • Figure 92: How has your outbound solution helped you meet regulatory compliance goals?
  • Figure 93: Please provide any additional comments about your experience with the vendor and/or product.
  • Figure 94: Pricing for a Premise-Based Outbound Solution, 100 Agents
  • Figure 95: Pricing for a Premise-Based Outbound Solution, 300 Agents
  • Figure 96: Pricing for a 100-Seat Cloud-Based Outbound Solution
  • Figure 97: Pricing: Pricing for a 300-Seat Cloud-Based Outbound Solution
  • Figure 98: Pricing for a 100-Seat Managed Service Outbound Solution
  • Figure 99: Pricing for a 300-Seat Managed Service Outbound Solution
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